Wednesday, 17 June 2015

First of all, this is not a grudge that I hold against any service. However, mere dissatisfaction with the services and hoping that they will read this and do something about it. If they don't, not my loss. I will find another service and losing one customer among millions would not hurt them. Nonetheless, the post will remain and will go ahead in future as a review and the service will be termed bad.

Somewhere in May, 2015, I installed the Uber app on my mobile as I needed a trusted fleet taxi service to travel from my office to the domestic airport in Mumbai at 3 AM in the night, or early morning. Due to some PayTM issue, I was unable to use the service and took alternative services.

I traveled to another city and used their services. Upon my return to Mumbai, I suggested the service to my cousin and referred my code to her. However, what I did not notice was that Uber was giving me credits in Yen. I was careless. Fault accepted.

Next morning, my cousin booked for an Uber service from Santacruz West and final destination was Vashi. However, we did not know that Uber did not believe in traveling from Santacruz West to Vashi by taking a detour. Rather than taking two separate taxis, we had planned to use the same taxi to Lower Parel and then from there I would take the car to Vashi.

The driver informed us that it was not possible because those are two different routes, which means two different trips. So what we did is we traveled to Lower Parel, where I dropped her and booked the same taxi to Vashi. Two trips in the same taxi, which could have been one.

I was ready to adjust. But, the problem of Yen was yet to be figured out by me. Obviously, it would have taken some time, as I am not staring at my Uber app 24x7. When I notified the Uber, they told me this.

Hi Sudatta,

Thanks for reaching out! You can update your account information both in the app and by signing in at uber.com

To update through the app:

Open the account menu by clicking the icon of a person in the top left corner of the app

Select Profile

Here you can change the email, phone number, name, or password associated with your account

I told them that my profile was up-to-date. I have this problem, OCD, you can say. I tend to update and fill up details before using the service.

To which they replied.

Hi Sudatta,

Thanks for your response. Sorry to hear about what happened. Happy to make this right for you.

Kindly use a desktop pc or reinstall Uber App on your mobile phone.

Please let me know if there is anything else I can assist you with.

I replied.

My profile is very much updated and filled with details which in very simple portrays that I am from Mumbai, India.

This is a problem from your end.

They wrote back, after I ranted on Twitter.

Hi Sudatta,

This is ______, from the Uber Mumbai Team.

Thanks for writing in and apologies for all the inconvenience.

This anomaly generally occurs, if by chance a rider's location changes on the registration page. However, no need to worry, I have gone ahead and made the necessary changes. Moreover, I will not be able to change the credits that you earned in Yen to INR, because currency regulation laws disallow it.

However, since you have shared your referral code, I have gone ahead and added a promo code to your account. This will entitle you to a free ride worth Rs 300 and will automatically apply to your next ride.

I hope this addresses your concern. Please feel free to reach out if you have any other questions or concerns. I'll be happy to address them.

My problem - This is really frustrating. Neither have I changed the location in settings. Due to a mistake in Uber's system, I have to face this problem. The problem is not in getting a promo or free rides but such a fault in Uber's system. Moreover, the regulations do not allow one to change currencies.

I am not the only one to face such problems. I know someone who was handed over credits in US dollars and was expected to fly to USA, to use those. Uber expects me to travel to Japan to use 2,000 Yen.

It is high time that Uber takes their multiple problems, seriously. They are facing lot of issues in the capital and there was some problem in the commercial capital also, recently. I love using their services. However, these problems have really frustrated me.

1. Uber needs to change their trip-related issues. They are supposed to be my 'Private Driver'. If I want to travel from X to Y via Z route, they should accept it. Either it is Uber's problem or the driver was making a fool out of me.

2. The problem of crediting money in different currencies is a very old issue. Either Uber does it intentionally or there is something wrong with their mobile app. Fix the bug. Please.

However, Uber has done something really nice. There is a transport strike called by auto rickshaws and kali-peeli taxi services in Mumbai. Uber, in return, did this. Here you go —

#keepmumbaimoving

Getting around Mumbai tomorrow will be tough, but we at Uber are committed to a reliable ride.

We've worked with our partner drivers to ensure that Mumbai's citizens can get around the city seamlessly when choices are limited, especially with the onset of the monsoons.

So, on Wednesday, June 17th, from 00:00 hours until midnight, dynamic pricing will be disabled to ensure that you can get to where you need to be. However, no dynamic pricing means that the availability of cars will be affected, due to the increased demand. You may have to try a few times to get a ride successfully.

We know it is going to be tough out there. Our partner drivers are enthusiastic in their support of our efforts to make sure that Mumbaikars keep moving.

Uber On.

Also, there have been an issue on their part of not being able to charge me for a ride. They are yet to get in touch with me to solve the issue. I am reaching out, publicly.